Mitratech PolicyHub vs. Salesforce Experience Cloud

If you need a centralized location for policies and procedures, this system is great for the cost and effectiveness. While other systems had more bells and whistles, PolicyHub had everything one needs to maintain their P&Ps without costing a small fortune.

Incentivized

[Salesforce Experience Cloud (formerly Salesforce Community Cloud)] seems to be very well suited for what we want to use it for, which is to allow customers to have access to their ongoing and already-resolved cases, which will save our customer success team time and allow for transparency. It also seems well-suited for fine-tuning knowledge libraries, as it allows you to track the knowledge articles that are most impactful (and conversely, those that are less impactful) as you are able to track the path that customers use to self-serve ahead of submitting a ticket. I haven't run into any scenarios yet where we wanted to use Experience Cloud as a solution but discovered that it wasn't a fit.

Incentivized

• I've had no real contact from anyone at Mitratech since they took over hitec. Except for an itro call with someone called Justin.

Incentivized

• Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
• Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required

Incentivized

• Lists/Groups. This tab could be more user-friendly.
• Finding the publication list. To find this list, you have to click a few times into the system. It would be nice for this to be a tab on the left-hand side where we could just see a list of what we've published recently. Given that many people have publisher rights, we need to see when things have been pushed out so we can be sure correct follow-up occurs.
• Reporting. This is another tab where you have to click down a few times to get to the real information you are seeking. This could be more user-friendly, but this is only on the administrative side.

Incentivized

• None that come to mind - integrations, experience, and use is great! However, if you're trying to learn it yourself, you may benefit from consulting an expert. Or, if you're wondering if it's good for you, a business analysis will suit you well before you implement to save yourselves, time, money, efforts, and even people.

Incentivized

As an administrator of the product, it made what should have been quite simple tasks difficult. It served its purpose, but lacked any overall flexibility. My personal experience with the account manager was poor, as they were very unclear about what could be achieved on the platform.

Incentivized

Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it

Incentivized

Through ease of use and expandability, I think that Community Cloud is a best in class at exposing Salesforce integrations, as well as expandability in working through building custom add-ons for Salesforce for collaborations and self-service. Additionally, the speed to market on these changes are lightning-quick and allow for experimentation.

Incentivized

We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.

Incentivized

Professional services provided excellent administrator and end-user training. Also, the product is very easy for end users to use so adoptability is very high.

Incentivized

We did not evaluate any other product.

Incentivized

Salesforce Experience Cloud was selected due to its tight integration with our existing Salesforce CRM platform. Customization of the portal was much, much simpler compared to Sharepoint - especially with role-based security parameters that are ultimately inherited based on attributes within the Salesforce CRM platform. Salesforce Experience Cloud was a natural fit for this customer-facing purpose.

Incentivized

• PolicyHub is a cost-effective solution that allows our company to track and manage the many policies we are required to produce. It has significantly reduced the amount of time and effort it takes to distribute policies to employees corporate-wide.

Incentivized

• Its given us much better issue and customer satisfaction tracking, since before Community Cloud much of our communications were extremely siloed within Outlook. We had no visibility because communications happened on an individual basis rather than a holistic level (the company).
• We've increased user interaction and given our customers a reason to come to the website repeatedly.
• Our costs have gone up, naturally, as the system proves to be a strong solution. We have pulled in other resources and teams which requires more licenses. I guess that's a sign of success but also a cost.

Incentivized